# Personal Refunds and Statutory Withdrawal

Last updated: 24 September 2026

This document applies to Jizzfield personal accounts. Personal accounts do not include organisation workspaces, seats or subscriptions.

Personal customers buy tokens in advance. There is no recurring subscription.

## 1. Refunds and restored tokens

When we **restore tokens**, credit becomes available in your account again. When we issue a **refund**, you receive money back. Restoring tokens does not replace a refund to which you are legally entitled.

For a purchase we issued a document for, every refund, whole or partial, is documented with a credit document that refers to that document and states the amount refunded and any VAT included in it: a credit note for an invoice, a refund receipt for a receipt. We email it like the original, and you can also download it from your Wallet. The original document is not changed. The credit documents on one document never add up to more than its amount.

**Statutory withdrawal** uses a cooling-off right that applies to a purchase; in the UK, this is also called statutory cancellation. **Permanently closing your account** is a separate action affecting files and credit. Each request has its own rules.

We do not offer a general voluntary money-back policy. We do offer the specific arrangements below when Jizzfield permanently ends your service without customer fault. Your statutory rights relating to cooling-off periods, errors, defects and non-supply also remain. These depend on the purchase and applicable law; your account label alone does not determine them.


## 2. Failed, partly delivered or disappointing generations

If a technical failure definitively leaves a generation with no result, you do not spend tokens on that request. We release the reservation or restore tokens incorrectly deducted.

For partial delivery, we charge only for the part delivered. If you receive one of four ordered images, that is one quarter of the tokens for that request. Where the technical outcome is unclear, we first check what was actually delivered. A temporary error message does not necessarily mean that the request has definitively failed.

A fully delivered result that simply does not match your personal taste does not create an additional right to restored tokens. We assess errors, defects and non-supply separately. Your statutory rights are not restricted by this rule.


## 3. Unused tokens and the value of remaining credit

Purchased tokens have no fixed expiry date. Simply leaving tokens unused does not create an additional voluntary refund right. Any applicable statutory withdrawal or refund right remains; using tokens does not automatically exclude it.

We use free welcome credits first, then available credit from the oldest paid bundle. Extra tokens included in a purchased bundle follow the same use and validity rules. For valuation, we divide the amount actually paid for the bundle across **all** promised tokens, including those extra tokens.

Free welcome credits have no cash value and are never refunded. They are not part of the remaining paid value.

Where a refund of unused paid credit is due, we calculate each bundle as follows:

**Amount actually paid for the bundle × remaining tokens ÷ original total number of bundle tokens.**

If you paid €50 for 5,250 tokens and have 4,200 left, the remaining paid value is €40. This example calculates a value; it does not itself create a refund entitlement. Tokens have no universal fixed euro or dollar value. We use the original price and payment currency, taking account of previous refunds and other relevant adjustments. Where several bundles are involved, we add the amounts due.

Tokens reserved for a request still in progress are not automatically treated as finally spent. We check delivery and avoid duplicate settlement. Statutory rules on refund amounts and permitted deductions take priority. Your legal entitlement may therefore exceed the calculated value of your remaining tokens alone. Investigating a request does not extend a statutory refund deadline.


## 4. Statutory withdrawal in the European Union

### The period and using the service during it

If you make an online purchase as a consumer and EU withdrawal rights apply, you can generally withdraw without giving a reason within fourteen days after the day the contract is concluded. You may also withdraw earlier. If mandatory information about this right is missing, the period may be extended by up to twelve months. If you receive that information during the extension, you have fourteen days from receipt.

Jizzfield enables you to create, process, store and use digital files. The withdrawal rules for services apply to this service. Crediting tokens, signing in or downloading one result does not mean that the entire service has been fully performed or that withdrawal rights over your whole balance have ended.

Starting a paid service during the cooling-off period requires your express request. Before purchase, we explain any proportionate cost that may be payable if you withdraw. You receive the purchase information and your declaration in a form you can keep. Accepting general terms alone is not an express request for early performance.

If you withdraw after a service has started at your express request, you owe only the legally permitted proportionate amount for what was actually supplied before your withdrawal notice. The agreed total price is the starting point; if excessive, the statutory market-value standard applies. If the required request or information about withdrawal or these costs is missing, we do not charge for that performance during the cooling-off period. A record of tokens being spent is not, by itself, proof that a deduction is lawful.

You lose the withdrawal right for a paid service only after the relevant contract has been fully performed, provided that before performance began you expressly agreed to the early start and acknowledged that full performance would end that right. Delivering one part does not automatically end rights relating to other purchases or outstanding performance.

Each accepted token bundle order is a separate purchase. A notice identifies the purchase concerned, rather than automatically withdrawing every purchase on the account.

For a token bundle, we check the agreed scope, price and services actually supplied; the remaining-token formula in section 3 is not an automatic withdrawal deduction. We explain any lawful deduction. We make no deduction we cannot substantiate under the applicable rules. Pending requests are checked against what was supplied before your notice, and are not treated as fully supplied merely because tokens were reserved. Generations paid with welcome credits are not counted as performance of a purchase.

### How to withdraw

Send a clear statement to **support@jizzfield.com** or **Frames Media B.V., Rio Grandestraat 42, 1448 XK Purmerend, the Netherlands**. Identify the purchase you wish to withdraw from. You do not need to give a reason. You may use the model withdrawal form, but it is optional. An order number is not required if other information identifies the purchase. Sending the notice before the applicable deadline is sufficient.

You may save and use the [model withdrawal form](/legal/withdrawal-form). It is an optional notice template, not a condition for withdrawal.

For a valid withdrawal, we refund without undue delay and no later than fourteen days after we are informed of your decision. Only legally permitted amounts may be deducted. We use the same payment method unless you expressly agree otherwise, and charge no refund fee. You do not have to accept tokens instead of money. Our internal assessment or a payment provider's processing does not move the statutory deadline.

After withdrawal, you must stop using the service or digital content covered by the withdrawn contract and must not make it available to third parties. This does not remove applicable rights to retrieve content you supplied or created. Where required by law, we provide that content on request free of charge, within a reasonable time and in a commonly used, machine-readable format. Privacy rights apply separately. Withdrawing from a purchase is not an instruction to close your whole account or forfeit credit from other purchases.


## 5. Other statutory rights and sales regions

### United Kingdom

Where UK consumer law applies to an online purchase, the ordinary cooling-off period ends fourteen days after the day the contract is concluded. A clear statement sent in time is sufficient; a reason or our form is not required. Missing mandatory information may extend the period.

Starting a service early requires an express request. A proportionate payment on cancellation is due only where the legal conditions are met. Additional conditions apply to the loss of the right for fully performed services. Separate digital content has its own rules on consent, acknowledgement and confirmation. Buying or using tokens therefore does not create a general exclusion of your rights.

For a valid statutory cancellation, we refund without undue delay and no later than fourteen days after your notice, using the same payment method unless you expressly agree otherwise, without refund fees. Your other statutory rights concerning faulty digital content or services remain.

### Australia

Where the Australian Consumer Law applies, simply changing your mind does not create an automatic refund right. Mandatory consumer guarantees remain. For a major service problem, you can cancel and receive the applicable refund, or keep the contract at a reduced price. For a minor problem, we must provide the required remedy within a reasonable time; further rights apply if we cannot or do not do so.

### Defects and other countries

You may still have rights after a cooling-off period if digital content or a service is not supplied or fails to meet applicable requirements. Depending on the circumstances, these can include a remedy, price reduction or termination with a refund. A legally required refund follows the deadline and payment rules applicable to that remedy.

Mandatory local rights also apply in other countries where relevant. This policy does not introduce a worldwide voluntary fourteen-day cooling-off period.


## 6. Jizzfield permanently ends the service without customer fault

If we permanently end your service without a failure on your part, we refund the amount actually paid for your unused purchased tokens. This also applies when the relevant service permanently closes without customer fault. Free welcome credits are not refunded.

We calculate the amount using the original payments, remaining credit and previous adjustments. section 3 explains token valuation. We refund without undue delay in the original payment currency, using the original payment method unless you agree otherwise, and charge no refund fee. We total the refund before rounding to the currency’s smallest payment unit. Statutory deadlines and other claims remain.

This arrangement also applies if you object to a materially adverse **non-price change** and we cannot or will not continue your existing paid arrangements. If we can continue them, you may keep them. Merely objecting is not a breach or voluntary account closure causing token forfeiture.

This does not create a general voluntary refund when you voluntarily close your account. If service ends because of an established breach, we assess the applicable rights and circumstances. There is no additional voluntary refund guarantee in that situation, but neither is there automatic forfeiture of all advance payments.


## 7. Reversals through your bank or payment provider

You retain applicable rights to dispute a payment with your bank or payment provider. Contacting support first is not a condition. A complaint, information request or payment query is not an actual reversal. A chargeback is not, by itself, proof of fraud or a breach.

### A reversed token payment

When a payment is actually reversed, we adjust the shared token balance for the credit awarded for that purchase, taking previous adjustments into account. This may also affect available credit bought later, to the extent such set-off is permitted. We do not use free welcome credits for this adjustment. If enough credit remains, this does not automatically cause a restriction. If there is a shortfall, new paid generations from that balance pause while the team assesses the situation. A technical shortfall does not automatically become a cash debt or fine.

For a purchase we issued a document for, we then decide what the reversal was. If we treat it as a cancellation of the purchase, we issue a credit document for the amount cancelled, referring to the document for that purchase, and email it like the original. If the dispute is decided in our favour, no credit document is issued. If we write the amount off as a debt we cannot collect, we record that correction in our own books; we issue a customer document for it only when our bookkeeper requires one, and we do not email it, but it is listed in your Wallet.

Existing files remain subject to the ordinary access and retention rules, and support remains available. If the chargeback is reversed or our processing was incorrect, we restore the related balance or shortfall adjustment and restriction. Other valid restrictions apply separately. A lawful refund is not undone by offsetting a new purchase against a technical shortfall.

For a partial reversal, the adjustment is limited to the reversed part of the purchase. Before setting off credit from another purchase, we check the validity of the claim and whether set-off is permitted by the applicable law. We explain the amount and basis. Previously used tokens do not automatically establish a separate cash debt.


## 8. Inactivity and voluntary permanent closure

Ordinary inactivity does not cause purchased tokens to expire.

 On voluntary, expressly confirmed permanent account closure, the remaining tokens belonging to that account are forfeited to the extent permitted by applicable law. We show the balance and this consequence before confirmation. There is no additional voluntary refund or later restoration to a new account. Free welcome credits end on closure and are never refunded. Statutory withdrawal and refund rights remain.

Before settlement, we check the mandatory rights applicable to the purchase. We do not apply forfeiture where it would be prohibited or unfair. Confirming closure does not waive those rights, and we explain the settlement.

See the [account closure procedure](/legal/cancellation) for access, file retention and permanent closure.


## 9. Making a request or reporting a problem

Email **support@jizzfield.com** with enough information to identify the purchase or request, such as your account email, purchase date and a reference if available. For an error, briefly explain what went wrong. Statutory withdrawal requires no reason. Do not send passwords, full payment card details or a copy of your identity document.

We aim to provide a first substantive reply within two business days. For support, business days are Monday to Friday, excluding Dutch official public holidays, using the time in the Netherlands. This is not a guaranteed resolution time and does not extend statutory deadlines. Urgent safety reports have a separate urgent-response process and do not wait for a business day. Refund, withdrawal and statutory data-access requests remain possible if your account is restricted or closed.


Version 2026-09-28 · English